2026-05-14T13:57:29Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00011756 2025-10-02T04:37:19Z 1582963436320:1582965660463

Factors Affecting Customer Satisfaction and Customer Loyalty towards E-Banking Services of KBZ Bank (Thin Wai Wai Khin, 2005) Thin Wai Wai Khin This study aims to explore the elements influencing customer satisfaction regarding E-banking services and to investigate the mediating role of trust in the connection between customer satisfaction and customer loyalty towards E-banking services. This research utilizes both primary and secondary data. Yamane’s sample size formula indicates that the sample consists of 400 out of 5,200,242 E-banking clients. The respondents are chosen using a simple random sampling method. For gathering primary data, a structured survey utilizing a five-point Likert scale is used. Data is collected via an online survey approach. The techniques employed in this research include descriptive statistics and regression analysis. Secondary data are gathered from KBZ bank reports, earlier studies, textbooks, websites, and various pertinent sources. The regression analysis shows that security and privacy, fulfillment, personal needs, and customer service and support significantly positively impact customer satisfaction. Concerning mediation outcomes, trust has a mediating influence on the connection between customer satisfaction and customer loyalty to KBZ E-banking. KBZ bank must provide E-banking services competently and promptly to enhance customer satisfaction and loyalty. 2025-05-01 https://meral.edu.mm/records/11756